About Us:
We are brand builders who focus our passion and creativity to build Calvin Klein and TOMMY HILFIGER into the most desirable lifestyle brands in the world and at the same time position PVH as one of the best-performing brand groups in our sector. Guided by our values and enabled by our scale and global reach, we are driving fashion forward for good, as one team with one vision and one plan. That’s the Power of Us, that’s the Power of PVH+.
One of PVH’s greatest strengths is our people. Our collective desire is to create a workplace environment where every individual is valued, and every voice is heard, and we are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. Learn more about Inclusion & Diversity at PVH here.
About PVH Corp.
PVH is one of the most admired fashion and lifestyle companies in the world. We power brands that drive fashion forward – for good. Our brand portfolio includes the iconic CALVIN KLEIN, TOMMY HILFIGER, Van Heusen, IZOD, ARROW, Warner’s, Olga and Geoffrey Beene brands, as well as the digital-centric True&Co. intimates brand. We market a variety of goods under these and other nationally and internationally known owned and licensed brands. PVH has over 40,000 associates operating in over 40 countries and $9.9 billion in annual revenues. That’s the Power of Us. That’s the Power of PVH.
The Team
This position will form part of the Ecommerce Operations team, which is responsible for optimizing a premium online shopping and post-purchase experience by connecting digital excellence with operational precision in eCommerce —bringing the Tommy Hilfiger and Calvin Klein brands to life across every click. The eCommerce Operations team combines digital excellence with operational precision to enable and perform reliable, consumer-focused customer service and online experience by maintaining a high-performing platform and efficient support. It continuously optimizes site performance, payments & refunds, and customer service processes & delivery to enhance overall customer satisfaction and enable commercial performance (with positive P&L impact).
The Position
As Manager Customer Contact Platform within the eCommerce Operations team, you will be instrumental in elevating the customer service experience across Tommy Hilfiger and Calvin Klein’s digital channels. You will lead the optimization of our customer contact platform, ensuring seamless integration with eCommerce systems and consumer data sources. Your work will directly impact consumer satisfaction, operational efficiency, and commercial performance.
This is a managerial role with two direct reports, where you will be responsible for guiding and developing a small team while driving platform enhancements that support scalable, data-driven, and consumer-centric service operations. Acting as a strategic partner across technology, CRM, and customer service teams, you will lead initiatives that improve service delivery and reduce operational friction.
Key Responsibilities
- Enhance the Consumer Journey: Identify friction points across the customer journey and lead cross-functional initiatives to resolve them, improving overall satisfaction and service efficiency.
- Drive Process Improvements: In close collaboration with the Senior Manager Customer Service Operations, you develop and implement a strategic roadmap for operational improvements, supporting the scalability and performance of Customer Service. This also includes providing Cost/Benefit Analysis on process changes or improvements to support the decision-making process and roadmap prioritization setting.
- Standardize and Optimize Workflows: Design and refine workflows and standard operating procedures to empower Customer Support Agents to deliver fast, consistent, and high-quality service. This may involve ongoing system maintenance as well when needed.
- Support Data-Driven Decision Making: Conduct cost-benefit analyses for proposed process changes and platform enhancements to inform prioritization and investment decisions.
- Monitor and Report on Performance: Define operational KPIs and regularly report on the impact of platform improvements and process optimizations to key stakeholders.
- Lead Platform Optimization Initiatives: Own the backlog and execution of enhancements to the Customer Contact Platform (e.g., Salesforce Service Cloud), collaborating with internal and external stakeholders to ensure timely and effective delivery. AI-driven solutions will play a significant role in future projects and initiatives.
The Ideal Candidate
- Proven experience in managing or optimizing customer contact platforms (e.g., Salesforce Service Cloud) within a digital or eCommerce environment.
- Strong understanding of customer service operations, with a track record of driving process improvements and operational excellence.
- Analytical mindset with the ability to conduct cost-benefit analyses and translate insights into actionable strategies.
- Skilled in defining and standardizing workflows to enable efficient, high-quality customer support.
- Experience leading cross-functional projects involving CRM, digital product, and technology teams.
- Comfortable managing a backlog of platform enhancements and prioritizing initiatives based on business impact.
- Strong communication and stakeholder management skills, with the ability to align diverse teams around shared goals.
- Data-driven and performance-oriented, with experience setting KPIs and reporting on operational outcomes.
- Consumer-centric mindset with a passion for improving the digital customer journey.
- Familiarity with eCommerce platforms and post-purchase processes (e.g., payments, refunds, delivery) is a plus.
- Demonstrated experience in managing and developing a small team (e.g., 2 direct reports), fostering collaboration and accountability.
What You Can Expect from Us:
- A company culture that fosters development, offering training and learning opportunities through our very own PVH University
- An international environment which respects diversity, equality, and individuality
- A monthly Covid home- office budget
- A smart work program that empowers our associates to work from home in the Netherlands, within a flexible schedule
- A beautiful state-of-the-art Campus awaiting you upon our return to the office
Please include a cover letter with your application. We would love to know why this is THE role for you!
PVH Europe and our brands, TOMMY HILFIGER and CALVIN KLEIN, are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. We believe we are bettered by all forms of diversity, and take pride in working with top talent from every walk of life and corner of the world. In the spirit of inclusivity, qualified applicants will be considered without regard to age, ethnicity, ability, gender, gender expression, gender identity, nationality, race, religion or sexual orientation.
Your Wellbeing is Our Priority
In the heart of Amsterdam, PVH is home to the global headquarters of Tommy Hilfiger and the European offices of Calvin Klein.
Wellbeing: exclusive onsite gym and fitness classes, personal training, meditation studio, sports clubs, in-house physio, and receive access to our nutritional and wellbeing programs
Campus: extensive food and beverage offerings, top-notch restaurant, barista coffee bars, sky bar, monthly social events, weekly Thursday drinks, game nights, and campus-themed activities that will keep your social life busy
Be at the forefront: stay closely connected to our brands, CALVIN KLEIN and TOMMY HILFIGER, and be a part of seasonal market launches, sample sales and receive employee discounts!
Check out our Amsterdam Campus here.
PVH Corp. or its subsidiary ("PVH") is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications without regard to race, ethnicity, color, sex, gender identity or expression, age, religion, national origin, citizenship status, sexual orientation, genetic information, physical or mental disability, military status or any other characteristic protected under federal, state or local law. In addition to complying with all applicable laws, PVH is also committed to ensuring that all current and future PVH associates are compensated solely on job-related factors such as skill, ability, educational background, work quality, experience and potential.
